Wish is a global online e-commerce platform that captures numerous merchants and customers worldwide. It offers a wide range of products at affordable prices. However, the big question for most consumers and merchants is whether Wish is legit.

Wish questions and answers

Wish Reviews – 15.2k

Wish Rating* – 2.0⭐⭐

Claimed Losses – $3.3M

Successful Calls – 45%/39.7K

We have grouped some of the top Wish consumer questions posted on our website to provide you with detailed and full answers.

  1. What is Wish.com?
  2. How can I contact customer service team?
  3. How can I cancel, return, and refund an item to Wish?
  4. How do I shop?
  5. How do I pay?

1. What Is Wish.Com?

Let’s start by answering one of the top consumer questions – What is Wish?

According to their About page, Wish.com is a global online marketplace that serves to connect millions of customers with merchants. It is part of a family of e-commerce shops under ContextLogic Inc. It was founded in 2010 by Peter Szulczewski and Danny Zhang.

Some people confuse Wish as a Chinese company. However, while the company has numerous Chinese merchants selling on the platform, it is US-based with headquarters in San Francisco.

Wish FAQ location

For merchants looking to know how to sell on wish, the process is simple. All you need to do is open a Wish Merchant account and upload your products in the market place. The Wish Merchant help center offers guidelines on how to validate your account, process orders, and any other information to run your store.

Some of the questions on most customers’ minds are: "why Wish is so cheap" and "Is Wish legit"?

According to their help center, the company works with its merchants to prioritize value and offer customers discounts. As a result, there is a wide range of affordable products available on the platform. Customers can either buy via the Wish app or via the web on www.wish.com.

To help customers answer the question - is it legit, we evaluate Wish reviews and ratings across various platforms. On PissedConsumer, the company has a 2-star rating, on Better Business Bureau (BBB), it has a 1.1 star, while on Site Jabber, it has 2.6 stars as at the date of writing this article.

Currently, BBB has an alert on Wish.com following numerous complaints reported on the platform.

Wish BBB alert

These pattern of Wish complaints has also been reported on PissedConsumer and other review sites. They include:

  • Poor customer service characterized by difficulty getting through and unhelpful responses.
  • Delivery issues whereby the items are never delivered.
  • Tracking issues such as lack of tracking information and unexplained change in an estimated delivery date.
  • Payment issues such as wrongful billing and declined debit/credit cards.
  • Difficulty getting a refund.
  • Long delivery times.

In a recent Wish review #1922701 the customers complained about delivery issues and poor customer services. In the video review, they said that their tracking information indicated that their order had been delivered yet it had not. They followed up with the UPS store near them and UPS said that Wish had misplaced the address.

Their attempts to reach the Wish customer service to resolve the issue were futile. They couldn’t get through to a live person on the Wish phone number. Eventually, when they emailed, they were told to check around the house yet UPS had confirmed that no delivery was made to their address.

2. How Can I Contact Wish.com Customer Service Team?

If you are looking for a way to contact the Wish customer service team, you may do so via phone, email, live chat, or their various social media pages. On their customer support page, they provide a Wish phone number: 1-800-266-0172.

You may also call it via the call feature on PissedConsumer.com.

The Wish contact page further provides their headquarters address as follows:

One Sansome Street,
40th Floor,
San Francisco,
CA 94104

There is a Wish review (#2070828) on PissedConsumer, in which poster complained that the customer service was non-existent.

Wish complaint about service

3. How Can I Cancel, Return, and Refund an Item to Wish?

As evidenced in the reviews, customers have numerous complaints and questions. Most of the Wish FAQs are in regard to cancelation, refunds, and returns. While some consumers are looking to cancel their orders, others are seeking refunds for items that were never delivered or delivery of the wrong items.  

We looked at what the Wish cancelation policy and refund policy stipulate.

How can I cancel my Wish order?

According to the Wish Cancelation policy, you can cancel your order within 8 hours of placing it. To do so, go to your Order History and click on Customer Support for the particular order you want to cancel. A wish customer representative will process your order cancelation request. Upon cancelation, your refund will be applied back to your original payment method within 10-14 days.

wish cancel order

How can I return an item to Wish?

Based on the Wish Return Policy, you have 30 days after delivery to return an item and ask for a refund. You can return an item if what was delivered is not what you ordered. Pickup Now Items must be returned within 7 days to be eligible for a refund. Perishables, excluded items, and final sale items are not returnable.

Return shipping costs vary depending on your locations and the item purchased. While some items come with a prepaid return shipping label, with others you will be required to pay for return shipping costs.

To return an item, log in to the Wish.com or app, and follow the relevant prompts provided on their Customer Support page.

How can I get a refund on Wish?

The Wish refund policy is following their return policy whereby if you return a returnable item within 30 days, you are eligible for a refund. If an item you ordered does not arrive within the last estimated date of delivery, you are eligible for a refund.

Once the company approves your return, you will be refunded the purchase amount and standard shipping fees to your original payment method within 14 business days. Special and expedited shipping costs are not refundable.

You may also opt to be refunded in Wish Cash instead of having the refundable amount deposited in your original payment method. The company advises that if you have not received your refund within 14 business days, you should contact your credit card company or bank to confirm whether the amount was credited.

Wish return refund policy

One of the most common Wish complaints is that the company keeps moving the last estimated delivery date leaving the customer in a position where they do not have an item, and they cannot request a refund. For instance, in the Wish review #2061243, a poster complained that their order had been delayed for 5 times and they could not request for a refund.

…I ordered various items in May they have Been changing and delaying delivery date, so they may refuse my refund delayed my order 5 times and are telling me I will receive in October And customer service is saying they can delay it as much as they want and I cannot request a refund until the delivery window has passed but the keep delaying delivery window…

4. How Do I Shop on Wish.com?

In this part of the article, we go through all you need to know about shopping on Wish including how to add or remove items from your cart, how to change and track your order, and what to do if your account has been blocked.

How can I order on Wish?

Based on the Wish FAQs, the process for placing an order is pretty the same whether you are using a mobile app or browsing on the web. Here are the steps:

  1. Browse the listed products.
  2. Select the item; choose size and color where applicable.
  3. Click/tap on the "Buy" button.
  4. Do the above steps for all the items you would like to purchase.
  5. Go to the cart.
  6. Review and verify your shipping address and payment method.
  7. Review and confirm the items on the cart.
  8. If you have a promo code, enter it.
  9. If using the app, slide right to pay at the bottom of the screen. If you are on the web, click on "Checkout" under Order Summary.
  10. A confirmation email will be sent to your Wish account email address.

How can I change my Wish order?

You can change the details of your order if you have not yet paid for it by going to the cart and either removing the item or changing its color and size. However, if you had already confirmed and paid for your order, you can cancel and make a different one within 8 hours of making the order as per the Wish cancelation policy. If 8 hours have elapsed, wait for the item and return it with 30 days of delivery as per the  Wish return policy.

How do I remove an item from my cart?

According to the the company FAQs, the procedure for removing items from the cart is the same for both iOS and Android Apps. All you need to do is sign into your Wish account, tap on the cart icon at the bottom of the screen, select 0 on the quantity drop-down menu, then tap on the remove item option in the window that pops up. Go on browsing by pressing the  "continue shopping" link.

If you are browsing on a non-mobile device, log in to your account and visit your cart. Identify the item you would like to remove from your cart and click on 'Remove". Click "Yes" on the pop-up window that comes up.

How to track an order?

The majority of Wish reviews on PissedConsumer are in regard to order tracking especially for items that are not delivered within the last estimated delivery date. Some customers have also complained that they could not find tracking information in the Order History.

For instance, in the review #2033215, the customer complained about Wish delivery. Their item had not been delivered and there was no tracking information available in their Order History.

According to the Wish tracking FAQs, you can find the most recent update of your tracking information by clicking on "Where’s My Package" if you are browsing on the web, or tapping on the specific item in the Mobile app under Order History.

However, the company further points out in the help center that some stores offer limited tracking information to lower their shipping charges. The Wish shipping policy states that delivery times vary depending on the item, your location, and the shipping option you select.

What to do if my Wish account has been blocked?

It’s stated in the Wish FAQs that the company may restrict an account as a precautionary measure if there is suspicion of fraudulent activity. So, this happens to protect your personal information. To unblock your account, contact the customer service team via email (support@wish.com).

wish FAQ restricted account

5. How Do I Pay on Wish.com?

According to the Wish FAQs, wish offers various payment options to customers in different countries including :

  • Apple Pay,
  • PayPal,
  • Google Wallet,
  • Visa and MasterCard Debit Cards,
  • Major credit cards,
  • Klarna,
  • Ebanx,
  • iDeal.

All Wish payments are made in U.S. dollars. Wish does not accept bank transfer, cash payments, and pay on delivery options.

According to the Merchant FAQs, Merchants who sell on Wish can receive their payments via either PayEco, Allpay, Payoneer, PayPal, LianLian Pay, or Pingpong. The fees, duration and minimum withdrawal limit vary for each of the payment options.

With that said, some customers have expressed a concern – "is Wish safe for credit cards". In the reviews, some customers complained that money had been deducted from their Wish accounts for orders they did not make. Other customers expressed their frustration in difficulty getting through to the Wish customer service to have a wrongful charge resolved. Yet, in other instances, the customer’s debit card was declined.

While Wish offers both merchants and customers a great platform to sell and buy, there are numerous complaints about the company across review platforms. The top reported issues are in regards to poor customer service, delivery delays, wrongful billing, with the top one ordering never delivered.

For more information about Wish.com, read reviews across various platforms, and visit their help center. If you have been a merchant or a buyer on Wish, you may write a review on PissedConsumer.com.

Freelance Writer

By Winnie
Health and Beauty Expert

Winnie is a freelance writer and B2C content expert who specializes in health and beauty, cafes and restaurants, fitness products buyer guides and researches. She has been working with international clients since 2012.

*The company ratings on the PissedConsumer website are calculated using a mathematical algorithm that evaluates the information in the company’s profile. The algorithm parameters are: users’ rating, the number of resolved issues, the number of company responses and more. The PissedConsumer algorithm is also subject to change in the future.

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  • Wish answers
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  • Wish issues
  • Wish order cancellation
  • Wish order refund
  • Wish order tracking
  • Wish payment methods
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  • wish reviews

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